Customer Service Operation Engineer (Field Engineer) - Indonesia

Motorola Solutions; Jakarta Pusat; Hybrid; IDR 200,000,000 - 300,000,000; Full time

Job summary

Motorola Solutions is seeking a Senior Field Engineer to provide expert on-site and remote support for complex deployed systems. You will lead advanced incident response, drive root cause analysis, and implement preventative measures across customer networks.

The role requires 5+ years in field service and system integration, with deep knowledge of LMR or GSM/LTE/5G technologies, and ITIL v4 expertise. Occasional travel and collaboration with vendors are expected.

Qualifications

• Proven 5+ years in field service and system integration.
• Experience with public safety, LMR or cellular technologies.
• ITIL v4 certification is preferred.

Responsibilities

• Provide on-site and remote support for complex deployed systems.
• Lead incident response and root cause analysis.
• Design and implement value-added services and automation solutions.
• Mentor junior team members and lead small projects.

Skills

Public Safety & Mission Critical

LMR Systems

GSM/LTE/5G

NOC/SOC operations

ITIL v4

Leadership

Communication

Problem Solving

Job description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Motorola Solutions Services team is seeking a highly experienced Senior Field Engineer to provide technical leadership and advanced support for our customer and solutions. This role is key to ensuring the reliability, performance, and successful lifecycle management of mission-critical systems. You will be expected to independently lead and manage the design, implementation, and maintenance of complex service and support solutions for our customer networks, and mentor junior team members.

Job Description

Provide expert-level, full-time on-site and remote support for complex deployed systems, collaborating directly with customers, internal teams, and vendors. Lead advanced incident response, drive complex root cause analysis (RCA), and implement preventative measures. Design and implement value-added services, process optimization, and automation solutions utilizing scripting, data analytics, and industry best practices. Act as the primary technical interface and trusted advisor to customers, advocating for their needs and driving high-priority issue resolution. Lead small-scale projects or technical work streams related to system upgrades, maintenance, and solution improvements. Occasional out-of-hours support and on-site customer travel may be required.

Basic Requirements

Proven track record of 5+ years of relevant field service and system integration experience, with deep expertise in the following areas:

• Domain Expertise: Public Safety and Mission Critical operations, advanced Data Analytics, deep knowledge of Tetra/other Land Mobile Radio (LMR) Systems or advanced GSM/LTE/5G technologies & Cybersecurity Products & principles.
• Technical Skills: Land Mobile Radio System, Cybersecurity process, and operations within Network/Security Operations Center (NOC/SOC) environments.
• Service Management: Demonstrated expertise in Customer Support, Maintenance, and Life Cycle Management and to respond promptly to customer requests.
• Professional Certification: ITIL v4 certification is highly preferred.
• Leadership and Communication: Proven strong interpersonal, collaborative, and team leadership skills, with the ability to coordinate across various groups and functional teams.
• Communication Skills: Excellent written and verbal communication, listening, negotiation, and presentation skills, with proven ability to present complex technical information to both technical and non-technical audiences. Customer communication and engagement is key crucial.
• Problem-Solving: Advanced problem-solving and critical thinking skills, with the ability to lead resolution efforts for major incidents.

Travel Requirements

10-25%

Position Type

Experienced

Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

MOTOROLA SOLUTIONS OVERVIEW

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Learn more at www.motorolasolutions.com.